Are you driven, impatient, and a friendly communicator? Are you good at reading people and situations effectively? Do you find it easy to influence people to accept change or new ideas and to get others to cooperate? Do you like to think out loud sometimes, while at other times you prefer to quietly think things through? As an impatient person, do you need to take a break from time to time because you overwhelm people with your speedy delivery?

If you’re an optimist who is happiest when you’re in an environment where you get to interact with others and help solve their problems, then we need to talk…

Frazer, a leading builder of emergency medical vehicles, is seeking a qualified Service Advisor to be accountable for meeting Frazer’s Service Department goals. This person will need to gain the respect and trust of their team members while working collaboratively with other Frazer department teams.

The Service Advisor will use their knowledge and skill to ensure that customer’s needs are met, through active listening and a consultative approach to problem-solving that results in a profitable service center, accurate service orders, and positive customer feedback while reducing the customer’s downtime through quick and effective maintenance and repair.

What Is a Week in the Life of the Service Advisor Like?

• Actively live out Frazer Core Values while working with Frazer employees, vendors, and customers to help achieve team, department, and corporate goals.
• Learn and reinforce safe and proper work procedures while actively following Frazer Safety programs and other policies outlined in the Employee Handbook.
• Learn the processes in place to maintain and manage the external customer service process and develop ideas to improve those processes.
• Actively pursue productivity enhancements by recommending and/or implementing policy and process changes to improve effectiveness or efficiency for production through issues that are seen in service on the existing product.
• Build external relationships that produce an open communication line between the customer and Frazer.
• Respond to customer inquiries by phone, email, in person, while providing technical specifications, pricing, quotes, and other information as needed.
• Accurately plan, price, and quote service repair jobs as needed by the customer.
• Actively be involved in WIP by open communication with the service centers and while understanding and fulfilling the resources needed to complete the job.
• Represent the customer while assisting engineering when needed regarding product features or defects prior to or after customer drop off.
• Follow up with customers after delivery/pickup from a service center to promote ongoing customer satisfaction.

Required Education and Experience:

• High School Diploma or GED equivalent.
• 1-2 years of customer service with parts or auto industry service experience.
• Extraordinary customer service, communication, and organizational skills are essential to the successful execution of this position.
• Ability to use computer software programs such as Google G-Suite (Gmail, Documents, Drive, Spreadsheets, etc.), Enterprise Resource Planning (ERP) systems, and shop floor control systems.
• Must be able to work as part of a team and independently.
• Must be able to pass a post-offer drug screen.

Preferred Education and Experience:

• 3-5 years of customer service with auto parts or auto industry experience.
• 3-5 years of on the job experience using computer software programs such as Google G-Suite (Gmail, Documents, Drive, Spreadsheets, etc.), Enterprise Resource Planning (ERP) systems, and shop floor control systems.
• A basic mechanical background or experience is highly preferred.

What's it like to be a part of the Frazer Family?

Frazer is a fast-paced company that is creating some of the most innovative vehicles in the world. You'll find a unique team of individuals who continue to push the boundaries of what is possible in the Healthcare and EMS space. A diverse team, a great culture, and a positive work environment are just some of the things that make working at Frazer so rewarding.

What Kind of Employees Thrive at Frazer?

Frazer is a company with a diverse group of employees from all over the world. Frazer welcomes employees with all types of backgrounds, cultural and socio-economic backgrounds. If you are hard working, honest and drug-free, you will love working at Frazer.

Safety & Drug Policy

Employee health and safety is a priority here at Frazer. We're committed to providing a safe, secure and productive environment for our Frazer family.

To help with this, we perform thorough background checks during the hiring process for all candidates. Convictions will not disqualify you from employment at Frazer, but failure to tell us about it up front will. Also, Frazer has a zero tolerance drug use policy and you must pass a pre-employment drug screen. If you can’t pass it, we’re not the place for you.

A True Culture

Frazer is a company that relies on its core values and the drive of its people. With a focus on longevity and employee success, Frazer welcomes its employees to push the envelope and drive improvement across all aspects of the company. At Frazer, you can unleash your potential!

Employee Driven Benefits

At Frazer, we take pride in listening to what our employees want in benefits. We've come up with a unique set of employee benefits and designed them around our culture.

• Weekly paycheck, so you can shop every Friday!
• Health Care Insurance
• Dental Benefit options
• 401k plan with a company match!
• Disability Insurance
• Paid Time Off that begins accruing your first day of employment
• Eight paid company holidays and ability to take time off during company shut down from Christmas to New Year’s Day!
• The “Company Kitchen” on site for lunch and snack choices
• Flexible Work Schedules
• Professional development and skills training
• Free Life Skills Training such as financial wellness classes

How Performance is Evaluated

Communication and collaboration are key at Frazer and we encourage an environment filled with positive feedback and constructive criticism, to unleash your potential for real professional growth! We use things like self-evaluations, group reviews, and quarterly check-ins to help define a clear path to success. You will also have an opportunity to give feedback to peers to help them to grow in their roles as well.

Skills (to Pay the Bills)

Here's a list of a few skills that the Service Advisor at Frazer should have…

• Apply active listening skills to understand customer needs and map them to Frazer solutions while minimizing the need to engineer specialized features.
• Be able to explain the benefits and drawbacks of repair options and features to help customers determine the right solution for their needs.
• Overcome customer objections and address questions with easy to understand language regarding repair options.
• Calmly address customer concerns while proactively managing customer repairs, from quote through to the delivery process, and follow up with support.
• To have the ability to discern when to escalate a situation to the manager or the next level.
• Demonstrate a high degree of accuracy and productivity with computer software to include documents, spreadsheets, month end close out and other business programs.
• Research and determine the correct historical items needed for the application through various tools supplied by the company.
• Priority setting for the repairs that are currently in WIP and to be able to plan, schedule, and forecast upcoming repairs.
• Communicate needs and expectations in a manner that gets positive buy-in from the customer and vendor internally and externally.
• Be able to work with offsite and 3rd party service centers by managing what resources are needed to meet the customer’s needs.

Software Knowledge

Also, here are a few software packages that the Service Advisor would eventually need to be versed in. Don’t worry . . . we expect some on-the-job training.

• Google G-Suite (Gmail, Documents, Drive, Spreadsheets, etc.)
• Enterprise Resource Planning (ERP) systems

Oh, and $alary

Of course, we didn't forget the salary… Frazer offers competitive pay and this role will start with a salary between $18.00 - $26.00/hour, depending on education and experience.

Work Schedule

The Service Advisor will work Monday - Friday, 7:00 AM - 3:30 PM. Late afternoon/evening/weekend hours may be required as needed. Work schedules may change to accommodate production needs.

Application Process

If this sounds like a great opportunity to you, visit our website to complete the following steps:

• Online application
• Resume and optional cover letter
• Culture Index survey - the survey will be emailed to you to the email address provided in your application. Please check your email spam box if unable to find the link in your email.

Culture Index Survey Link

We look forward to hearing from you!